Collections & Recoveries Strategy Manager

About KOHO

We’re on a mission to make financial services better for every Canadian. That means no hidden fees, no predatory interest rates - just financial products designed to help our users spend smart, save more, and build real wealth. We’re a performance organization with a strong heart: we care deeply about outcomes, and everything ties back to our mission - to financially empower a generation of Canadians.

At KOHO, we’re not your average 9-5. We believe real impact comes from people who are trusted, empowered, and supported to do their best work - without sacrificing their lives to do it. We prioritize work-life integration, not just work-life balance. That means asynchronous collaboration, flexible hours, and a remote-first setup built around autonomy and high trust.

KOHO is entering its next chapter - leaner, smarter, more AI-integrated. We’re building for impact, not bureaucracy. If you thrive in environments that value clarity, ownership, and bold thinking, you’ll fit right in.

About the Role

KOHO is looking for a Collections & Recoveries Strategy Manager to build and own our collections function from the ground up. This is a rare opportunity to design a collections program at a company transitioning to a full-service bank — one where you'll set the strategy, define the operating model, and directly influence how we treat customers at their most financially vulnerable moments.

You will be responsible for the end-to-end collections and recoveries strategy across KOHO's lending portfolio: from early-stage delinquency intervention through to post-charge-off recovery and customer rehabilitation. You'll work closely with Operations, Product, and our BPO partners to design contact strategies, payment programs, and customer-first recovery experiences that reduce losses while treating customers with dignity and respect. You'll also own the strategy for bringing customers back to KOHO after a default — turning what could be a permanent exit into a pathway back to financial health.

This role sits at the intersection of analytics, operations, and strategy. The right person is comfortable in the data, decisive under ambiguity, and motivated by the idea that collections done well is a form of customer care.

What You'll Be Doing

Delinquency & Loss Analytics

Own the monitoring and analysis of KOHO's delinquency and loss trends across all lending products — roll rates, cure rates, vintage performance, and charge-off trajectories

Build and maintain dashboards and reporting frameworks that give leadership real-time visibility into portfolio health and collections performance

Identify early warning signals of credit deterioration and propose proactive intervention strategies

Define and track the KPIs that matter: right-party contact rate, promise-to-pay rate, promise-to-pay kept rate, gross collections rate by delinquency stage, cost-per-dollar-collected, and post-charge-off recovery rates

Contact Strategy & Customer Engagement

Design and continuously optimize KOHO's contact strategy across the full delinquency lifecycle — including when to reach out, through which channels (chat, email, push, SMS, voice), with what messaging, and at what frequency

Develop customer segmentation models to tailor treatment strategies based on delinquency stage, customer risk profile, payment behaviour history, and responsiveness

Partner with Product and Engineering to build or enhance in-app and digital nudges that encourage repayment before accounts reach critical delinquency stages

Ensure all contact strategies comply with applicable regulations, including FCAC guidelines on debt collection conduct and OSFI expectations for a federally regulated lender

Payment Programs & Settlement Design

Design payment arrangement programs — including hardship plans, instalment options, fee suppression, and settlement / partial forgiveness offers — that balance loss reduction with customer relief

Define eligibility criteria, discount waterfall frameworks, and authorization protocols for settlement offers

Evaluate and test the financial trade-offs of different recovery programs against a modelled "do nothing" baseline

Build and refine financial models to assess the value of collections treatments, cure probability by segment, and expected recovery rates at each delinquency stage

BPO & Operations Partnership

Lead the strategy of KOHO's third-party collections partners (BPOs), including defining scope of engagement by delinquency stage, channel coverage (chat, dialling), performance standards, and escalation frameworks

Work with Operations to develop performance scorecards for BPO partners and participate in regular reviews to assess quality, compliance, and outcomes

Work with Operations to design the internal vs. external collections model — determining which segments to manage in-house and when/how to place accounts with external agencies

Post-Charge-Off Recovery & Customer Rehabilitation

Develop the strategy for post-charge-off debt recovery, including internal recovery, third-party debt placement, and debt sale decisions

Design the customer rehabilitation (win-back) program — defining the criteria and pathway for customers who have previously defaulted to re-engage with KOHO's products, and the risk controls required to manage that re-entry

Build models to assess the long-term value of rehabilitated customers relative to the cost and risk of re-onboarding them

Collaborate with Credit Strategy on the policy framework for re-qualifying defaulted customers for new credit products

What You Bring

Required

3–5+ years of experience in collections strategy, recoveries, or credit risk management at a consumer lender, bank, fintech, or credit card company

Deep knowledge of the consumer collections lifecycle — from early delinquency through charge-off, third-party placement, and recovery

Hands-on experience designing contact strategies, payment arrangement programs, and/or settlement frameworks

Experience working with BPO vendors, including setting performance standards

Strong analytical skills — comfortable building financial models, cohort analyses, and cost-benefit frameworks; SQL proficiency is highly valued

Familiarity with Canadian consumer protection and debt collection regulations

Excellent communication skills; able to translate analytical findings into operational recommendations and present to senior leadership

Nice to Have

Experience at a company building a collections function from scratch or in a high-growth / early-stage environment

Familiarity with digital-first collections channels (in-app, chat, push) as a primary contact mechanism — rather than traditional dialling-first models

Background in IFRS 9 provisioning and how collections performance feeds into credit loss modelling

Experience designing customer hardship or financial wellness programs, particularly within a mandate of treating customers fairlyThe budgeted salary range for this role is $110,000 - 170,000 CAD / year.

At KOHO, we are dedicated to providing pay transparency to all candidates. Compensation at KOHO is determined through various factors including but not limited to: comparable salary market data within Canada, technical skill assessment, a holistic view of previous work history, and internal pay equity with other KOHO team members.

Description de poste en français

KOHO est à la recherche d’un Stratégie de Recouvrement Gestionnaire, pour bâtir et piloter notre fonction de recouvrement à partir de zéro. Il s’agit d’une occasion rare de concevoir un programme de recouvrement au sein d’une entreprise en pleine transition pour devenir une banque de services complets — un poste où vous définirez la stratégie, établirez le modèle opérationnel et influencerez directement la façon dont nous traitons nos clients dans leurs moments de plus grande vulnérabilité financière.

Vous serez responsable de la stratégie de r